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we should go, who we should contact, and how we should respond.
We then provide the plan to the stores, where the information is
shared with the team. On paper the plan may appear to be strong,
reasonable, and strategic. But is it? Do we consistently take the next
step?
The Value of Practical Training
"To create a true culture of safety, there has to be a common
sense approach," Hart states. "Talking about the issue is a good
step, but practical training is much more valuable. Following the
steps and practicing simple techniques that can be recalled under
stress can save lives." Hart strongly urges that we need to take
the time and make the effort to validate that the plan works, and
ensure that our teams know how to respond. This has to go beyond
a plan that is committed to paper, or simply sending a document,
policy, or file that our associates sign acknowledging it has been
read and received. This must be approached as an actionable
learning experience.
"During a crisis, people don't typically rise to expectations,
but fall to the level of their training," he emphasized. "Abnormal
responses to abnormal situations are normal responses." Although
our plans may be reasonable and strategic, we must also consider
that such situations are not; and simply reviewing a written plan
may not lead to the results that we expect. We can't assume that
people are going to react in the manner that we anticipate just
because we provide them with a document that describes how we
believe they should respond.
For example, we may tell our associates to run or hide during
an active-shooter incident, which experts tell us is the correct initial
response. However, as an actual situation unfolds, stress mounts,
and anxiety intensifies. This may lead to confusion, panic, disbelief,
denial, and even a feeling of helplessness. Especially if we haven't
been adequately trained, we may react to this in different ways,
and running or hiding may not necessarily be our initial reaction.
In fact, freezing can be a very common response. Practical training
and simple exercises can help commit actions to memory, stress that
employees need to run, and help others who may freeze. Even if it's
simply the importance of yelling, "Run!" to others as they flee the
scene, these exercises can save lives.
"We tell our people to be aware of gunfire, but do they
actually recognize the sound of gunfire? Very few people do.
It's not like on television. It can sound like a balloon popping,
a pounding hammer, or other construction sounds that are very
common in store locations. Also, gunshots can sound different
depending on the environment. The sound may be different in a
big-box store versus a small store, in the mall space, as well as
inside versus outside. Employees should also know what gunfire
smells like."
Hart suggests contacting law enforcement agencies and
requesting that they visit during off-hours with employees in
attendance and shoot off blanks in different environments. These
types of exercises can provide opportunities for multiple stores
or companies to attend, improve rapport, and further build
relationships with other store teams, local police, and other
emergency responders.
It may be emphasized in our training guidelines that if
you're going to hide, lock the door behind you and barricade it
when possible. But as simple as this may sound, employees may
experience difficulty under stress. Some struggle locking the
door, especially if it's a door that's not familiar to them. Some
doors in our facilities simply may not have locks.
Hart also recalled an incident at a hospital where he asked
a nurse, "Show me where you would go and what you would
do if you encountered a shooter." She pointed to a room and
continued on page 52
ACTIVE SHOOTER
Teaching employees what to say when calling
911 during an active-shooter episode is
vital, and should be part of practical training
sessions. State the facts and don't make
assumptions. Police can respond more quickly
and appropriately when they have a clear
understanding of the circumstances and the
urgency of the situation.
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
25
20
15
10
5
0
*Statistics Provided by the Federal Bureau of Investigation 2014
Number
of
Events
Year
ACTIVE SHOOTER EVENTS BY YEAR
51
LP MAGAZINE | JULY - AUGUST 2014